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Service Desk Analyst
2 months ago
SERVICE DESK ANALYST
The IT Service Desk Specialist is responsible for providing technical support and customer service within the service desk environment. This role includes a variety of tasks, such as managing user accounts, configuring laptops and desktop systems, supporting conference room technology, and overseeing inventory management. The specialist will provide first-level support for networking, cloud services, applications, and general IT troubleshooting as needed.
Key Responsibilities:
System Installation & Maintenance:
- Set up and install new personal computer systems for end-users.
- Regularly review, monitor, and perform necessary upgrades to maintain optimal performance of personal computers.
Software Management:
- Install and maintain software applications across the organization.
- Provide training to users on software functionality and best practices.
Hardware & Peripheral Support:
- Troubleshoot and manage printers, copiers, fax machines, and other IT equipment.
- Provide support for telephone systems, ensuring smooth operation and resolving any issues.
User Support:
- Assist new employees with initial setup and orientation on IT hardware and software.
- Resolve issues submitted through help desk tickets, ensuring timely and efficient problem resolution.
Asset Management:
- Maintain an up-to-date inventory of company IT assets, including both hardware and software.
General IT Support:
- Address and resolve basic networking issues, cloud service problems, and application troubleshooting.
- Perform additional duties as assigned to support IT operations.
Qualifications:
Education & Experience:
- Associate’s degree in Information Technology or a related field, with a minimum of 2 years of relevant IT experience; or an equivalent combination of education and experience.
Technical Skills:
- Comprehensive knowledge of PC hardware and software configurations.
- Proficiency in Microsoft Windows, networking, anti-virus software, email platforms, and Microsoft Office Suite.
- Strong ability to configure and troubleshoot printers and other peripherals in a networked environment.
This role requires a proactive individual with strong technical expertise and a commitment to providing excellent customer service. The IT Service Desk Specialist will play a critical role in ensuring the smooth operation of the organization's IT systems and supporting the technological needs of its users.
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